Grave Shift Manager, Cage/Guest Services Center

About the role

The Grave Shift Manager, Cage/Guest Services Center oversees and supervises Cage Cashiers and Vault Cashiers to ensure the effective and efficient operation of Cage, Sportsbook, and Reward’s Club operations. The role also provides training and professional development for Guest Service Center Shift Supervisors, Cage Cashiers, and Vault Cashiers.

Responsibilities

• Provides outstanding guest service to all internal and external guests in accordance with department guest service standards.
• Maintains the viability and integrity of the department by ensuring that all team members comply with all department, company, state, and federal policies and procedures.
• Organizes the department operations for effective and efficient guest service as well as overall coordination and control by way of scheduling and assigning team member breaks.
• Keeps management informed of the activities and status of operations in the department with emphasis on uncommon or possible challenges by maintaining awareness of outside and internal conditions, trends, and legal requirements which may impact the department.
• Develops communication and cooperation within, and between, departments to promote an atmosphere of teamwork and resourcefulness.
• Performs administrative duties by way of accurate data entry, completing all department file documentation accurately and efficiently, and communicating concerns with management and other departments.
• Actively promotes an environment conducive to high quality guest service, including the handling of guest disputes, speaking clearly and persuasively when handling both positive and challenging situations.
• Investigates, resolves, reports, and takes appropriate corrective action on discrepancies and variances discovered in the operation of the department, including cash overages/shortages, team member conflict, attendance, and other documented concerns.
• Demonstrate the ability to perform all functions of the Guest Service Center Shift Supervisor, Cage Cashier, and Vault Cashier positions in an exceptional manner always leading by example.

Requirements

• A high school diploma or equivalent.
• Successfully pass a pre-employment background check.
• Must obtain and maintain a Maine State Dual Gaming/Sportsbook License.
• Must obtain an employer identification number (EIN) and obtain and maintain federal Occupational Tax and Registration Return for Wager (Form 11-C).
• Three (3) years of Cage Cashier or Vault Cashier experience or equivalent casino positions is preferred.
• Five (5) years of cash handling experience required.
• Five (5) years of guest service experience required.
• The ability to evaluate situations and make effective, sound decisions and problem solve is required.
• Effective leadership skills such as accepting responsibility for their own actions and those of their subordinate team members, stress management, conflict resolution, and coaching and counseling are necessary in this position.
• Must be able to work a flexible schedule based on business needs which includes days, evenings, nights, weekends, and holidays.

Physical Requirements & Working Conditions

• Stand for long periods of time, up to four (4) hours without a break, to ensure adequate guest service standards are maintained.
• Work in a casino environment, which may include exposure to loud noises and bright and flashing lights.
• Bend/stoop, squat, balance, kneel, lift and push/pull occasionally.
• Push carts weighing up to two hundred (200) pounds.
• Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced casino environment and effectively deal with guests, management, and other team members.